A strong doctor-patient relationship is key to a thriving medical practice. Not only are happy patients are more likely to be loyal to your practice and adhere to prescribed treatment plans, but through the Affordable Care Act, financial incentives are increasingly linked to patient satisfaction scores. There is little doubt, then, that good relationships with your patients can directly impact the success of your practice.
It can be challenging to strike a balance between keeping patients satisfied and maintaining your professionalism. In one recent study published in JAMA Internal Medicine, researchers at the University of California, Davis School of Medicine reviewed 1,319 visits to 56 family physicians at the UC Davis Family Medicine Clinic. They found that 68 percent of patients visited their physicians with a specific request, such as a request for a referral, lab test or new medication. Their doctors fulfilled such requests 85 percent of the time, but when they denied a request, patient satisfaction scores dropped by an average of about 20 points.
Of course, you cannot cater to your patients' every wish. Some of the requests tracked in the study involved demands for narcotic pain medication or unnecessary antibiotics, for instance. But there is still much you can do to help improve patient satisfaction and foster a good doctor-patient relationship.
Cultivate Good Communication
Having a conversation with your patients does not just involve speaking to them; it means paying attention and listening too. Do not just use your ears — watch your patients for nonverbal cues that can offer insight into their concerns. Send your own nonverbal cues that show you are listening, such as leaning forward, nodding and leaving your arms uncrossed. Repeat back what your patient has shared with you, and remember that even small steps can help show that you care. Turn your pager or phone to silent, close the door and remove other outside distractions.
Keep Cultural and Generational Factors in Mind
Be aware that cultural values and beliefs can affect patients' health behaviors and recognition of their symptoms — and that your own assumptions may have an impact on their care as well. If you work with non-English-speaking patients, offer access to translators or interpreters.
Age matters as well: A recent Solutionreach survey revealed that patients' desired routes of communication depend on their generation. Baby boomers typically prefer to speak with their physician practice by phone, for example, while millennials generally like to receive appointment reminders, alerts and follow-up notifications via phone, email and text.
Focus on the Positives
Patients may be more responsive to advice when it's given through a positive lens. For example, lifestyle factors can go a long way toward helping to prevent chronic disease and maintaining good health. Rather than taking a negative approach or using scare tactics, highlight the benefits of losing weight, changing dietary habits and increasing physical activity. Listen to patients' fears and concerns, and then address them in a positive way.
Be Available
You may not be able to take every call from your patients, but encouraging staff members to return messages and emails in a timely manner can help make patients feel like their health and well-being are priorities for you.
It can take time to forge a lasting doctor-patient relationship, but the work is well worth it. By following these tips, you can put your practice in a better position to retain patients, reap financial benefits and promote better health practices.
